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Organisations are restructuring, rethinking operating models, investing in AI and technology, and making some difficult decisions about costs, resources and how services will be delivered in the future.
What's On
Latest news, insight & opinion from CCA
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Six Conversations Every UK Bank Is Having, and Why They All Lead Back to the Same Place
CCA PARTNERSVulnerability, fraud, inclusion, bereavement, youth banking: six UK banking challenges share one root cause. See what it is and how banks are closing the gap.
Closing the Customer Knowledge Gap: What Banking Leaders Told Us About Financial Inclusion
CCA PARTNERSKey takeaways from Firstsource's Financial Inclusion panel as UK banking leaders discuss debt stigma, the 2028 curriculum change, AI in bereavement support and more
Motor finance leaders must act now. A practical guide to navigating the £8bn FCA redress challenge with speed, compliance, and operational precision.
Smart meters, stronger oversight: What the water sector shake-up means for customer operations
CCA PARTNERSWhat the water sector's regulatory shake-up means for customer operations, smart meter rollout, and the future of utility service delivery in the UK
A guide to supporting vulnerable customers through careful, empathetic complaint handling in financial services.
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The conversation continues - What we heard
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A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
Bringing together leaders from across financial services, retail, utilities and the public sector, the session combined peer discussion with real-world case studies from Lloyds Banking Group and Currys, creating an open and highly practical conversation a
As AI adoption accelerates across customer service, organisations are under growing pressure to move from experimentation to practical implementation. This article explores the challenge of balancing efficiency, automation and innovation with customer tru
Exploring the Impact of Live Chat and Web Messaging on Call Volumes - November's Best Practice Forum
As live chat and web messaging continue to expand across service operations, what impact are they having on traditional call volumes? And how are organisations adapting?
October's forum explored the challenge of repeat caller volumes and how organisations are addressing it to improve customer experience and operational efficiency.
Catch up on this webinar where we' walk you through everything you need to know about entering the CCA Global Excellence Awards 2025. This session is perfect for anyone thinking of submitting an entry - whether it's your first time or you're looking to bu
Catch up on this webinar where we' walk you through everything you need to know about entering the CCA Global Excellence Awards 2025. This session is perfect for anyone thinking of submitting an entry - whether it's your first time or you're looking to bu
In this Best Practice Forum, CCA members explored how to enhance customer satisfaction by focusing on the quality of every customer interaction. The forum delved into what it truly means to make customers feel heard.
In this Best Practice Forum, we focus on how organisations are improving customer experiences in the credit application process and when supporting customers facing financial vulnerability.
What if the secret to skyrocketing profits and satisfied customers lies in a metric that most businesses barely even measure? Employee happiness.
Unified suites are the future of CX
This session aims to delve into the challenges faced by team leaders, including managing hybrid teams, and explore strategies for supporting and training them to excel in their roles.
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This summary details key insights from the final Future of Work forum of 2024. Hosted at Barclays' state-of-the-art Sunderland facility, this session provided a comprehensive look into the current and future landscape of customer service and workplace tra
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